This week we've rolled out a new feature at www.kelownainstruments.com which has been the addition of Minimum Turn Around Time being listed on every repair and module cloning service we have. We realized that one of the most common questions we were getting asked by customers who had found our website was something along the lines of "How long does it take to get my module serviced?" We took this as a sign that our website likely wasn't adequately answering that question and as a result this is what we've come up with to try to help customers better understand what to expect when it comes to turn around time. You'll notice we've used the term minimum here, meaning that this number isn't as simple as it may seem. For that reason we figured we better make this post explaining it further!
Understanding the Queue
In order to try to estimate how long your module will take to be serviced we must first understand the queue. The moment we receive your module and all of the information required to service it(such as the VIN of your vehicle, description of problems you're experiencing, a phone number to contact you) we insert it at the end of our queue. We process the queue in the order that modules have arrived. Usually our queue time is about 1-2 business days from the time we receive your module to the time that a technician has it on their work bench and is ready to service it. However the queue can also grow larger than that at times based on the volume of modules we're seeing. For example this year we had a span where our queue time was as long as 4-5 business days before a technician would be able to look at your module.
How Can I Find Out the Current Queue Time?
You can give our office a call at any time to figure out our current queue time. The queue time is subject to change and can change in between when you speak to us and when you your module arrives so please keep that in mind.
Calculating How Long It Will Take To Service Your Module
Minimum Turn Around Time is the amount of time it takes for a technician to repair your module from the moment they get it on their work bench. That means that Minimum Turn Around Time does not include the queue time. For us to calculate how long it will take to service your module we need simply add the queue time at the time of arrival + minimum turn around time.
What Can Make My Module Repair Take Longer Than the Minimum Turn Around Time?
Tons of customer send in modules without the required information to service that module. For example failing to provide any of the following information will delay your module being put into the queue until we receive the missing information:
-VIN of your vehicle
-Problem(s) you're experiencing
-A phone number to contact you
One of the other factors that can impact module turn around times is the need to replace a module rather than repairing it. This occurs when a module is damaged beyond repair. In our experience, more than 90% of the time that we have to replace a module rather than repairing it is due to damages caused by the customer disassembling or attempting to repair the module themselves. The overwhelming majority of folks out there don't understand just how sensitive modules can be to attempts to open them up. Even just taking them apart to have a look at the circuit board can cause considerable damage to the module if disassembled incorrectly. If your module is not able to be repaired for any reason at all our technicians will reach out to you with the costs and timeframe for ordering in a replacement module.
One of the other largest causes of delay can come from our technicians not being able to reach you with follow up questions we might have about the issues you're experiencing with your module.
Can I Have My Module serviced the same day I drop it off?
This is only possible with modules that have a 1 Business Day Minimum Turn Around Time. We understand that for many customers downtime on their vehicles isn't an option. In order to have your module serviced the same day we receive it you must arrive before 9AM at our office. Any later than that and we will not be able to service your module the same day. You should call ahead to speak to one of our technicians if you're planning on doing this before bringing your module or vehicle in for service.
Conclusion
That's about all for today's post. I hope that it's been some help in explaining how long it takes to get your module repaired. As well I hope it's helped to provide you guys with some warnings about the pitfalls we see that can increase the amount of time it takes to get your modules serviced.